How to configure creating Request from Incident and Incident from Request

Tom L Logan · ‎01-22-2019

"Create Request" button on Incident table redirects to Service Catalog home page. We would like to configure this to trigger the current incident to canceled state and create a request ticket with details provided in the Incident form. Would also like same behavior when using "Create incident" from Request. Will appreciate any assistance you are able to provide to set this up.

I read a few post on community about this but none of them are clear to me. I also know this will require scripting which I am not very good at so I am hoping for a very simplified solution if possible. Thanks you.

Michael Fry1 · ‎01-24-2019

You can use current to set your field values before the current.update(); line

so current.incident_state =. x;

current.close_code = x;

current.close_notes = x;

then current.update(); <- this line saves the current record before showing the catalog.

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Tom L Logan · ‎01-24-2019

Thank you Michael. I will put this to test and report back.

Tom L Logan · ‎01-25-2019

Hello Michael, adding the fields you specified to the script works for me. I appreciate your assistance with this.

Michael Fry1 · ‎01-26-2019

You're very welcome.